Experienced Help Desk

Responsibilities for this Position Job description Job Description About the Role Service Desk Professionals (SDPs) are Information Technology (IT) professionals who provide technical help for users at General Dynamics Land Systems.SDPs provide Tier 1 support by answering phone calls from users experiencing IT issues, documenting user issues in a ticketing system and performing low level troubleshooting. They provide technical care for any aspect of information systems, including system hardware, operating systems, applications and networks.
Service Desk Professionals work closely with various IT functional groups to resolve IT related issues. Service DeskProfessionals serve as a single point of contact for any system-related issue.
Service Desk Professionals will provide 24x7x365 support, which means work schedules will include weekends, holidays, late nights, potential for on-call, split shifts, last minute coverage, and will rotate on a routine basis (for example, quarterly). Position is currently a hybrid role with 2 days per week on site. Company Information: General Dynamics is a successful Fortune 100, global aerospace and defense company, with over 90,000 employees world-wide. General Dynamics Land Systems, a business unit of General Dynamics, has a strong foundation of delivering core engineering and manufacturing capabilities to our clients for military vehicles. Our team is focused on continuous process and productivity improvements that reduce product costs, while increasing troop safety and effectiveness. Land Systems continues to work with the US Armed Forces and its Allies to ensure these vehicles remain survivable, relevant, flexible, affordable and capable of addressing a dynamic threat environment.
Hybrid or onsite
Currently Hybrid: role requires on-site presence 2 days per week What We Offer: Starting your career or you are an experience professional, we offer a Total Rewards package that is Impactful and built for you.
Healthcare including medical, dental, vision, HSA and Flex Spending Competitive base pay and incentive pay that rewards individual and team performance, and comprehensive benefits. 401k Match (6%) Educational Assistance 9-80 Work Schedule (This positions standard work schedule is a 9/80. The 9/80 schedule allows employees who work a nine-hour day Monday through Thursday to take every other Friday off) On-going learning opportunities within a diverse, inclusive and rewarding work environment Onsite cafeteria, fitness center, and outdoor fitness track Position Responsibilities: Operational Management:
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely, and effective resolution of end-user issues. Build rapport and gather problem details from service desk customers. Use Service Desk scripts and other knowledge articles to gather appropriate data and guide users through resolution instructions. Prioritize incidents and service requests according to defined processes. Escalate incidents with accurate documentation to suitable technician, when required. Record, track, and document the service desk incident within the Service Desk application. Use remote tools and diagnostic utilities to aid in troubleshooting. Identify and learn appropriate software and hardware used and supported by the organization. Work with end user to test fixes to ensure an incident has been adequately resolved. Contribute to technician knowledge base as needed. Provide suggestions for continual improvement Position Requirements: Service Desk Professionals will provide 24x7x365 support, which means work schedules will include weekends, holidays, late nights, potential for on-call, split shifts, last minute coverage, and will rotate on a routine basis (for example quarterly). Position is a hybrid role with 2 days per week on-site currently. Formal Education & Certification:
High School Diploma is required Bachelors or Associates degree related to information technology preferred but not required Knowledge & Experience:
Knowledge of basic computer hardware, including desktops and laptops 1 -3 year's experience working in an IT help desk call center or equivalent support function Proficient in Microsoft Office Excellent problem solving abilities Good written and oral communication skills Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills Strong documentation skills Fluent English Very high level of dependability and punctuality required Primary function is answering telephone calls, typing and using a PC (keyboard, mouse, and monitor) Able to follow a script in communicating and interacting with callers Personal Attributes :
Ability to work various shifts Ability to stay calm and execute tasks in a high-pressure environment Exceptional customer service orientation Polite and courteous Multi-tasking (listening, comprehending, talk, type, accessing multiple screens)* Dexterity with hands as well as efficiency in typing and using a PC * Wearing a headset all day * Ability to remain at workstation for long periods of time * Must be 18 years of age or older * Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions
GDLS considers factors such as, scope/responsibilities of the position, candidate experience and education/training background, in addition to local market comparable and business considerations when extending an offer. PI********
Job Description About the Role Service Desk Professionals (SDPs) are Information Technology (IT) professionals who provide technical help for users at General Dynamics Land Systems.SDPs provide Tier 1 support by answering phone calls from users experiencing IT issues, documenting user issues in a ticketing system and performing low level troubleshooting. They provide technical care for any aspect of information systems, including system hardware, operating systems, applications and networks.
Service Desk Professionals work closely with various IT functional groups to resolve IT related issues. Service DeskProfessionals serve as a single point of contact for any system-related issue.
Service Desk Professionals will provide 24x7x365 support, which means work schedules will include weekends, holidays, late nights, potential for on-call, split shifts, last minute coverage, and will rotate on a routine basis (for example, quarterly). Position is currently a hybrid role with 2 days per week on site. Company Information: General Dynamics is a successful Fortune 100, global aerospace and defense company, with over 90,000 employees world-wide. General Dynamics Land Systems, a business unit of General Dynamics, has a strong foundation of delivering core engineering and manufacturing capabilities to our clients for military vehicles. Our team is focused on continuous process and productivity improvements that reduce product costs, while increasing troop safety and effectiveness. Land Systems continues to work with the US Armed Forces and its Allies to ensure these vehicles remain survivable, relevant, flexible, affordable and capable of addressing a dynamic threat environment.
Hybrid or onsite
Currently Hybrid: role requires on-site presence 2 days per week What We Offer: Starting your career or you are an experience professional, we offer a Total Rewards package that is Impactful and built for you.
Healthcare including medical, dental, vision, HSA and Flex Spending Competitive base pay and incentive pay that rewards individual and team performance, and comprehensive benefits. 401k Match (6%) Educational Assistance 9-80 Work Schedule (This positions standard work schedule is a 9/80. The 9/80 schedule allows employees who work a nine-hour day Monday through Thursday to take every other Friday off) On-going learning opportunities within a diverse, inclusive and rewarding work environment Onsite cafeteria, fitness center, and outdoor fitness track Position Responsibilities: Operational Management:
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, chat and all operational contact types to ensure courteous, timely, and effective resolution of end-user issues. Build rapport and gather problem details from service desk customers. Use Service Desk scripts and other knowledge articles to gather appropriate data and guide users through resolution instructions. Prioritize incidents and service requests according to defined processes. Escalate incidents with accurate documentation to suitable technician, when required. Record, track, and document the service desk incident within the Service Desk application. Use remote tools and diagnostic utilities to aid in troubleshooting. Identify and learn appropriate software and hardware used and supported by the organization. Work with end user to test fixes to ensure an incident has been adequately resolved. Contribute to technician knowledge base as needed. Provide suggestions for continual improvement Position Requirements: Service Desk Professionals will provide 24x7x365 support, which means work schedules will include weekends, holidays, late nights, potential for on-call, split shifts, last minute coverage, and will rotate on a routine basis (for example quarterly). Position is a hybrid role with 2 days per week on-site currently. Formal Education & Certification:
High School Diploma is required Bachelors or Associates degree related to information technology preferred but not required Knowledge & Experience:
Knowledge of basic computer hardware, including desktops and laptops 1 -3 year's experience working in an IT help desk call center or equivalent support function Proficient in Microsoft Office Excellent problem solving abilities Good written and oral communication skills Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills Strong documentation skills Fluent English Very high level of dependability and punctuality required Primary function is answering telephone calls, typing and using a PC (keyboard, mouse, and monitor) Able to follow a script in communicating and interacting with callers Personal Attributes :
Ability to work various shifts Ability to stay calm and execute tasks in a high-pressure environment Exceptional customer service orientation Polite and courteous Multi-tasking (listening, comprehending, talk, type, accessing multiple screens)* Dexterity with hands as well as efficiency in typing and using a PC * Wearing a headset all day * Ability to remain at workstation for long periods of time * Must be 18 years of age or older * Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions
GDLS considers factors such as, scope/responsibilities of the position, candidate experience and education/training background, in addition to local market comparable and business considerations when extending an offer. PI********